Your Views Matter Residents Survey
Opening Doors – Enhancing Lives
As a resident of Clwyd Alyn and Tŷ Glas your feedback counts. Your views influence the way we plan and deliver our services and make improvements. In the summer, an independent market research company completed a telephone and online survey of 839 of our General Needs and Sheltered residents. For those residents who didn’t get the opportunity to complete a survey you can always share your Compliments, Concerns and Complaints with us by emailing complaints@clwydalyn.co.uk. If you would like the opportunity to receive future communication by email or telephone you can update your contact details using the Residents Portal or by emailing our Contact Centre on contactcentre@clwydalyn.co.uk. Clwyd Alyn and Tŷ Glas Housing Society welcomes suggestions to improve our services and deliver better value for money (VFM) to you our residents. Suggestions are particularly sought which are innovative and beneficial to us by cutting out waste and inefficiencies, and increase customer service, engagement and satisfaction. Residents can submit a value for money idea at any time, by emailing vfmsuggestions@pennaf.co.uk. Thank you to all those who took part. We will look in detail at all of the results and compare them to the last survey so we know where we need to improve the services we deliver to you. This report contains the key results for General Needs and Sheltered Housing.
Satisfaction with services General Needs and Sheltered SATISFACTION WITH KEY SERVICES Repairs & Maintenance service - Sheltered Repairs & Maintenance service - General Needs Value for money from Service Charge - Sheltered Value for money from Service Charge - General Needs Value for money from rent - Sheltered Value for money from rent - General Needs Neighbourhood as a place to live - Sheltered
92.00% 87.00% 79.00% 74.00% 70.00%
88.00%
81.00% 71.00% 91.00% 88.00% 85.00% 83.00% 99.00% 95.00%
Neighbourhood as a place to live - General Needs Quality of your home - Sheltered Quality of your home - General Needs
88.00% 82.00% 93.00% 94.00% 80.00% 83.00% 2012
2016
Satisfaction with our key services has decreased in four of the five areas when compared to the last satisfaction survey carried out in 2012. The survey found that there were higher levels of satisfaction for many aspects which we will explore in more detail below.
Your Views Matter Residents Survey
Opening Doors – Enhancing Lives
Key Areas
Customer Care - General Needs & Sheltered
OVERALL LANDLORD SERVICES PROVIDED 97.00% 87.00% 97.00% 97.00% 87.00% 97.00% 87.00% 87.00% 90.00% 84.00%90.00% 90.00% 84.00%90.00% 84.00% 84.00%
2012 2012 2012 2012
2016 2016 2016 2016 Sheltered Residents Sheltered Residents Sheltered Sheltered Residents Residents
General Needs Residents General Needs Residents General General Needs Needs Residents Residents
QUALITY OF HOME 97.00% 87.00% 97.00% 97.00% 87.00% 97.00% 87.00% 87.00%94.00% 94.00% 83.00% 94.00% 94.00% 83.00% 83.00% 83.00%
2012 2012 2012 2012
2016 2016 2016 2016 Sheltered Residents Sheltered Residents Sheltered Sheltered Residents Residents
General Needs Residents General Needs Residents General General Needs Needs Residents Residents
REPAIRS AND MAINTENANCE
2012 2012 2012 2012
79.00% 79.00% 79.00% 79.00%
2016 2016 2016 2016
74.00% 74.00% 74.00% 74.00% Sheltered Residents Sheltered Residents Sheltered Sheltered Residents Residents
92.00% 92.00% 92.00% 92.00% 87.00% 87.00% 87.00% 87.00%
General Needs Residents General Needs Residents General General Needs Needs Residents Residents
VALUE FOR MONEY - RENT 91.00% 91.00% 85.00% 91.00% 91.00% 85.00% 85.00% 85.00% 88.00% 88.00% 83.00% 88.00% 88.00% 83.00% 83.00% 83.00%
2012 2012 2012 2012
2016 2016 2016 2016 Sheltered Residents Sheltered Residents Sheltered Sheltered Residents Residents
02
General Needs Residents General Needs Residents General Needs Needs Residents Residents General
This indicator takes into account services as a whole delivered by Clwyd Alyn and Tŷ Glas. Satisfaction among General Need’s residents has decreased by 3% since 2012. Satisfaction in our sheltered schemes has also decreased by 7%. We will look at individual ratings to find out why satisfaction has decreased and put measures in place to improve. We are required to meet the Welsh Housing Quality Standards and maintain your homes. General Needs satisfaction has decreased by 4.00% and Sheltered by 3% since 2012. Comments made by our residents indicate that property condition is an area we need to concentrate on. We will work with our residents to improve areas of concern. Repairs and maintenance is one of the most important aspects for our residents. Satisfaction has decreased for our General Needs population by 5% since 2012. Sheltered units have also decreased by 5%. When looking at the individual elements specific aspects of actual repair work carried out has improved but the overall satisfaction does not reflect this.
More than ever before we need to take into account Value for Money. This means managing our resources economically, efficiently and effectively to provide quality services and homes, and planning for and delivering year-on-year improvements in value for money. Satisfaction has decreased for both general needs and sheltered residents since 2012.
Reassuringly a very high percentage of residents feel that we have friendly and approachable staff across all housing areas. Helpfulness of staff and ease of contact has also increased since the last survey due to the Groups commitment to customer care. Final outcome and speed of response has however reduced, we will work with our resident groups to understand the reasons for this. 2.33% Disagree DO YOU AGREE OR DISAGREE THAT 3.66%CLWYD ALYN & TŶ GLAS HAVE FRIENDLY AND APPROACHABLE STAFF?
Disagree Agree Disagree Agree Agree
2.33% 3.66% 2.33% 3.66% Sheltered Residents
General Needs Residents
Sheltered Residents
General Needs Residents
Sheltered Residents
General Needs Residents
96.34%
79.00% 77.92%
Final Outcome Final Outcome Dealing with queries Outcome quicklyFinal and efficiently Dealing with queries Helpfulness of Staff quickly and efficiently Dealing with queries quickly and efficiently Helpfulness of Staff Ease of Contact Helpfulness of Staff Ease of Contact Ease of Contact
97.67% 96.34% 97.67% 96.34% 97.67%
2012
2016
2012
2016
79.00% 90.00% 77.92% 79.00% 87.65% 77.92% 90.00% 90.00% 87.65% 90.00% 94.61% 87.65% 90.00% 76.00% 94.61% 90.00% 82.75% 94.61% 76.00% 82.75% 76.00% 82.75%
2012 or swapping 2016 Dealing with anti-social behaviour, complaints, moving home and enquiries are a high priority for our residents. Across all areas, there is an increase in satisfaction. Key areas to focus on are moving home, complaints and anti-social behaviour to understand why these aren’t higher and improve. 46.00% Moving and 79.55% Swapping Home 46.00% Moving and 64.00% 79.55% Anti-Social Behaviour Swapping Home 46.00% 77.22% Moving and 79.55% Swapping Home 64.00% Anti-Social Behaviour 67.00%77.22% Complaints 64.00% 79.92% Anti-Social Behaviour 77.22% 67.00% Complaints 79.92%89.00% Enquiries Generally 67.00% 92.53% Complaints 79.92%
Enquiries Generally Enquiries Generally
2012
2016
2012
2016
2012
2016
89.00% 92.53% 89.00% 92.53%
03
Your Views Matter Residents Survey
Opening Doors – Enhancing Lives
Digital Inclusion - General Needs & Sheltered
Repairs and Maintenance - General Needs & Sheltered
Digital access and skills are becoming vital to maintaining residents’ financial health and wellbeing. The digital world is changing and Clwyd Alyn Housing Association and Tŷ Glas Housing Society with it. Digital access and skills give residents great choice to lower cost services, can improve their employability, and connect with those isolated with friends and relatives.
Repairs and maintenance is typically the major factor for satisfaction being the highest priority for our residents. Overall satisfaction for repairs has increased in all areas and is encouraging that in its fourth year PenAlyn has had a significant impact on the way you feel about the service. The focus for the PenAlyn team is to improve service delivery, increase customer satisfaction and reduce costs. The team will initially focus on the areas where satisfaction was below 90% and why the overall satisfaction rating reflects a different picture to that below.
Our aim from the survey was to find out how many of our residents have access to the internet and what they use the internet for, this will then enable us to help residents who are not online to overcome the barriers. 58% of residents who responded have access to the internet in some form, with over half of residents accessing the internet via computer / laptop (56%) and (50%) accessing the internet via mobile phone. The most popular activity residents do online, is sending and receiving emails (67%), closely followed by social networking (63%) and buying goods and services (62%). 41.96% 58.04% No Yes 41.96% 58.04% No Yes RESIDENTS WHO HAVE ACCESS TO THE INTERNET?
REPAIRS & MAINTENANCE
Quality of the repairs service you have received on this occasion
93.44% 84.00%
Contractors doing the job you expect
94.28% 84.00%
Repair being done 'right first time'
No
41.96%
Yes
58.04%
Quality of the repairs service you have received on this occasion
93.44%
84.00%
Keeping dirt and mess to a minimum
Contractors doing the job you expect
94.28%
84.00%
Overall quality of work Repair being done 'right first time'
89.58%
78.00%
Keepingof dirtworkers and mess to a minimum Attitude
98.22%
91.00%
Overall quality of work
94.21%
86.00%
Attitude of workers
98.41%
93.00%
Time taken before work started Speed of completion
89.38%
85.00%
Time taken before work started
87.63%
78.00%
Able to make an appointment
87.95%
81.00%
88.74%
84.00%
HOW YOU ACCESS THE INTERNET
Access the internet ways Access the internet in other3.70% in otherComputer/laptop ways to access the internet Computer/laptop to access the internet Tablet/iPad to Access the internet access theways internet intoother Tablet/iPad access the internet Mobile phone Computer/laptop to to access the internet accessto the internet Mobile phone access the internet Tablet/iPad to access the internet
3.70%
Speed of completion 56.47% 56.47% 34.09%
3.70%
Able to make an appointment
34.09% 50.10% 56.47%
Told when workers would call
2016
34.09%
Other
Communication with Logging on to others Clwyd Alyn’s website
7.19% 37.17% 37.17%18.28%
Logging on to Clwyd Alyn’s website Buying goods and services18.28% 7.19% Buying goods services Portal’Other Logging on to your Clwyd Alynand ‘Resident’s account
withnetworking others 14.17% ng on to your Clwyd Alyn ‘Resident’sCommunication Portal’ account Social Logging on tonetworking Clwyd Alyn’s website Social Online banking Buying goods and services OnlineSend banking and receive emails Logging on to your Clwyd Alyn ‘Resident’s Portal’ account Send and receive emails
98.41% 93.00% 89.38% 85.00% 87.63% 78.00% 87.95% 81.00% 88.74% 84.00%
2012
62.63%
18.28% 48.25%
63.45%
63.45% 48.25% 62.63%
67.35%
90.00%
2012 2016
74.00%
67.35%
Social networking Online banking
94.21% 86.00%
74.00%
37.17%
14.17%
2016
98.22% 91.00%
2016 HOW SATISFIED ARE YOU WITH THE GAS SERVICING ARRANGEMENTS - GENERAL NEEDS
62.63% 14.17%
2012
89.58%
Gas servicing is a legal requirement to check all your appliances are working and are safe to use. Satisfaction has decreased 16% since 2012. Gas servicing is carried out for us by an external contractor. We2012 will continue to work with our contractor to improve the service they provide 90.00% to you.
50.10%
Other 7.19% Communication with others
04
Told when workers would call
50.10%
WHAT YOU DO ON THE INTERNET
Mobile phone to access the internet
78.00%
63.45% 48.25%
05
Your Views Matter Residents Survey
7.32%
Opening Doors – Enhancing Lives 5.19% 5.19%
7.32%
Disagree Disagree 9.03% 9.03%
Disagree Disagree 13.81% 13.81% 92.68% 92.68% 90.97% 90.97%
Agree Agree
Agree Agree
Sheltered Sheltered General General Needs Needs
Accountability
GOOD REPUTATION IN THE AREA
Our residents are central to everything we do at Clwyd Alyn and Tŷ Glas and we want to make sure that they are at the heart of our policies, strategies and day to day working. The aim of Accountability is to ensure that we have an obligation to account for our activities, accept responsibility for them and disclose the results in a transparent manner. Clwyd Alyn and Tŷ Glas ensure we are Accountable to a host of different organisations and residents. We have invested heavily over the past four years to ensure that residents truly are at the heart of everything we do. The performance below is a reflection of this work with the exception of ‘Listens and Acts’ performance demonstrates high levels of satisfaction particularly in our sheltered schemes. We will continue to work with our residents to ensure that these levels increase.
Poor Poor Poor Good Good Good
5.85%
5.85%
Poor 5.85% 10.27% 10.27% 5.85% Poor10.27% 10.27% 5.85% 5.85% Poor Good10.27% 10.27% Good Good
8.21%
Dissatisfied Dissatisfied8.21% 10.22% Dissatisfied Dissatisfied10.22% 8.21% Dissatisfied Dissatisfied10.22% 94.15% Satisfied Satisfied 89.73% 94.15% 89.73% SatisfiedSatisfied 94.15% 89.73% SatisfiedSatisfied
8.21% 10.22% 8.21% 10.22% 8.21% 10.22%
94.15% 89.73% 94.15% 89.73% 94.15% 89.73% ShelteredSheltered General Needs General Needs ShelteredSheltered General Needs General Needs
91.79% 91.79% 89.78% 91.79% 89.78% 91.79% 89.78% 89.78% 91.79% 91.79% 89.78% 89.78% ShelteredSheltered General Needs General Needs ShelteredSheltered General Needs General Needs
ShelteredSheltered General Needs General Needs
ShelteredSheltered General Needs General Needs
4.76%
2.33% 2.33%
Disagree Disagree 10.18% 10.18% Agree Agree
Disagree Disagree3.66% 3.66% 95.24% 95.24% 89.82% 89.82%
Sheltered General Needs Sheltered General Needs
ShelteredSheltered General Needs General Needs
7.32% EFFECTIVE & EFFICIENT SERVICE Disagree Disagree
7.32% 9.03% 7.32% 9.03% 7.32% 9.03%
ShelteredSheltered General Needs General Needs
5.19% 5.19% 13.81% 5.19% 13.81% DisagreeDisagree 13.81% 13.81% 5.19% 5.19% Disagree 13.81% 13.81% 92.68% 92.68% Disagree 94.81% 94.81% Agree Agree 90.97% 86.19% 92.68% 90.97% 94.81%86.19% 92.68% 94.81% Agree Agree Agree 90.97% 90.97% 86.19% 86.19% 92.68% 92.68% 94.81% 94.81% Agree Agree Agree 90.97% 90.97% 86.19% 86.19% General Needs General Needs ShelteredSheltered General Needs ShelteredSheltered General Needs ShelteredSheltered General Needs ShelteredSheltered General Needs General Needs General Needs
7.32% 9.03% DisagreeDisagree9.03% 7.32% DisagreeDisagree9.03% Agree Agree
4.76%
DisagreeDisagree 4.76% 10.18% 4.76% 10.18% DisagreeDisagree10.18% 10.18% 4.76% 4.76% DisagreeDisagree10.18% 10.18%
I am just happy with everything
Agree Agree
97.67% 97.67% 96.34% 96.34%
Sheltered Sheltered General General Needs Needs
Sometimes hard to get in touch with
Repair timescales improved
Listening to the people
5.19% THE SERVICE I EXPECT Disagree Disagree
ShelteredSheltered General Needs General Needs
4.76%
I’m a pensioner - I’ve heard that someone can come and decorate but it is hard to get hold of someone
TREATS YOU FAIRLY
15.43% 15.43% 5.21% 5.21% Dissatisfied Dissatisfied 15.43% Dissatisfied Dissatisfied 5.21% 21.18% 15.43% 21.18% 7.76% 7.76% 5.21% Dissatisfied Dissatisfied Dissatisfied 21.18% 21.18% Dissatisfied 7.76% 7.76% 15.43% 15.43% 5.21% 5.21% Dissatisfied Dissatisfied 21.18% 21.18% 84.57% 84.57%Dissatisfied Dissatisfied 94.79% 94.79% 7.76% 7.76% SatisfiedSatisfied 78.82% 92.24% 84.57%78.82% 94.79% 92.24% 84.57% SatisfiedSatisfied 94.79% SatisfiedSatisfied SatisfiedSatisfied 78.82% 78.82% 92.24% 92.24% 84.57% 84.57% 94.79% 94.79% SatisfiedSatisfied SatisfiedSatisfied 78.82% 78.82% 92.24% 92.24% General Needs General Needs ShelteredSheltered General Needs ShelteredSheltered General Needs ShelteredSheltered General Needs ShelteredSheltered General Needs General Needs General Needs
06
FRIENDLY & APPROACHABLE STAFF
MAKING YOUR VIEWS KNOWN
LISTENS & ACTS ON VIEWS
Agree Agree
Sheltered Sheltered General General Needs Needs
We asked our residents “If we could improve one thing, what would you like it to be?” We thought we would share with you some of the comments that will help us to focus on what is important to you and will be the basis of our improvement plans.
HOW WELL DO YOU FEEL CLWYD ALYN & TŶ GLAS ARE AT… KEEPING YOU INFORMED
4.76%
94.81% 94.81% 86.19% 86.19%
Responding to queries and members of staff returning phone calls
I would like a better system for dealing with complaints, and an expectation that property exteriors are kept to a certain standard to avoid causing problems for neighbours
Whenever I have work done it has always been excellent. The workmen have always done a good job and clean up after themselves. The boiler needs replacing. It is not economical and is very temperamental
Keeping contact with the tenants, coming to the property and checking on residents
I don’t know really it’s perfect!
The decoration. I can’t decorate myself now so it would have been nice if they had decorated it before I moved in
ShelteredSheltered General Needs General Needs
2.33%
2.33%
DisagreeDisagree 2.33% 3.66% 2.33% 3.66% DisagreeDisagree 3.66% 3.66% 2.33% 2.33% Disagree 95.24% 95.24%Disagree 3.66% 3.66%
07
97.67% 97.67%
Your Views Matter Residents Survey
Opening Doors – Enhancing Lives
You say – we do Carrying out this survey is just part of the work Clwyd Alyn and Tŷ Glas does to involve you in developing services. As well as publishing the results of the survey the Association plans to put the findings to good use by working with residents to make further improvements to the services provided. Responsibility for the management of Clwyd Alyn and Tŷ Glas rests with the Board of Management who have a wealth of skills and experience gained over many years, and offer their services and expertise on a voluntary basis.
THE MANAGEMENT TEAM
Mr Graham Worthington Group Chief Executive
Mr Trevor Henderson Deputy Group Chief Executive
Publish Findings
Action Plan Involve residents in shaping improvements
Like us: facebook.com/PennafHGroup
Mr Paul Seymour Corporate Director Resident Services
Mr David Lewis Corporate Director Asset Management Services
If you would like to find out more information about the survey or how to get involved please contact Gareth Hughes Roberts our Community Involvement Officer on 01745 536843 or gareth.hughes-roberts@clwydalyn.co.uk For general enquiries, help with the Resident Portal or to let us know what your email address is please email contactcentre@clwydalyn.co.uk I would like to take the opportunity once more to thank you for your input, without your help and comments we wouldn’t be able to improve the services we provide to you. We will publish improvements in future newsletters and on our website.
Follow us: @PennafHGroup
Clwyd Alyn and Tŷ Glas are charitable Registered Societies.
www.pennafgroup.co.uk